Tenant satisfaction measures

Tenant satisfaction measures (TSMs) are key indicators that show how well we’re delivering quality homes and services.

What are TSMs?
How we run our TSMs
Why you should take part in TSMs
How your voice is making a difference
Previous TSMs

What are TSMs?

In 2024, the Regulator of Social Housing (RSH) created a way to assess how well social housing landlords like Citizen are doing at providing good quality homes and services.

This includes a set of tenant satisfaction measures (TSMs) that we must report on. The measures cover areas that matter to our customers, including repairs, complaints, and antisocial behaviour.

Each TSMs fits into one of these five key themes:

● keeping properties in good repair

● maintaining building safety

● respectful and helpful engagement

● effective handling of complaints

● responsible neighbourhood management.

In total, there are 22 TSMs:

● 12 customer perception survey measures that are collected by surveying customers directly

● 10 performance measures that are collected through management performance information.

The measures cover two groups of customers:

● customers who rent, known as Low-Cost Rented Accommodation (LCRA)

● customers who are shared owners, known as Low-Cost Homeownership (LCHO)

How we run our TSMs

To carry out our surveys, we work with TLF Research which is external customer research agency. They specialise in customer experience and do a lot of work in the housing sector.

If you’re a Citizen customer, you could get either an email or a phone call inviting you to take part in our TSM survey from TLF Research. TLF Research is based in Huddersfield, West Yorkshire, and their phone number begins with 01484.

Why you should take part in TSMs

If you’re contacted, please take this opportunity to have your say. As well as giving you the chance to tell us about the service you’ve received from us, your feedback gives us the valuable insight needed to make real changes to our services and to your experience of living in our homes.

The more responses we get, the better we can understand where we need to improve. It doesn’t matter if you’ve only recently moved into your home, or if you don’t use all of our services. Your responses will be shared with us, but you can remain anonymous if you'd prefer.

TSM results for 2024-2025

How we carried out our 2024-25 TSMs

TLF Research conducted surveys between 3 June and 27 March 2025.

● We interviewed 3,784 renters and 369 shared owners.

● 55% of the interviews were done by phone, and 45% were online.

● We only excluded customers who specifically requested not to participate in surveys.

For renters, we used a random stratified approach for a representative customer sample. This means that, although we didn’t speak to every single customer, the customers we did talk to represented a range of customer types, including a variety of ages, accommodation type, ethnicity and location. This was really important to make sure that the feedback and scores we gathered reflect the diverse views of our entire customer base.

For shared owners, we used a census approach where we attempted to contact all customers with this type of contract.